Eco-friendly brands aim to create a more sustainable future by offering sustainable solutions that minimize environmental impact and promote responsible consumption.
Eco-friendly doesn’t mean return-anything-whenever. It means balancing sustainable practices with clear, efficient logistics and creating policies that support a greener future. Here’s how to do that.
Why Return Policies for Natural Products Need Special Attention
Selling eco-friendly brands or natural products online comes with an extra layer of trust. Shoppers expect more transparency, and they’re often more mindful of waste. They don’t want to return an item wrapped in three layers of plastic or get stuck with something because the brand “doesn’t do refunds.”
But here’s the rub: not all natural products can be resold. If the seal is broken, the chemical composition changes. If it’s skincare, it’s a liability. Responsible sourcing of materials is a key part of sustainability, and returns can complicate this process by making it harder to manage resources efficiently and maintain eco-friendly standards. That means you need a clear list of non-returnable items, and you’ll need to explain why.
The Most Common Return Triggers
If a customer wants to return a natural product, it’s usually for one of four reasons:
Allergic reaction or sensitivity, which are important health considerations for customers
Product mismatch (they expected eucalyptus, got lavender)
Damaged or leaking packaging
Delayed delivery or melted items in transit
Your return policy should account for each of these scenarios. Is a refund or store credit issued? Is return shipping required? What if the customer just doesn’t like the scent?
The Packaging Problem
If your brand stands for sustainable products and plastic-free solutions, don’t ruin it with an unsustainable return process. Encourage customers to use recycled packaging when sending things back, and offer guidance on reducing their carbon footprint while returning.
Ethique, the New Zealand-based shampoo bar company, won’t accept returns on opened bars, but they do issue credits if the product caused an irritation. They’ve also made their packaging completely compostable, even for returns. Their commitment to sustainable production extends to their return process, ensuring that both manufacturing and packaging minimize environmental impact.
When your brand values align with your return policy, customers notice.
Set the Right Expectations Up Front
The biggest mistake eco brands make? They try to be too generous. That’s noble, but not sustainable.
Instead, set limits:
Items must be returned within 30 days of the purchase
Products must be unused, unopened, and in original packaging
Return shipping costs are the buyer’s responsibility unless the item is defective
Refunds or credits are processed within 5–7 business days after receipt
Be transparent about the impact of returns on the environment as a whole. Thoughtful return policies help protect the environment by minimizing unnecessary shipping and waste. One option: offer store credit instead of a full refund to reduce reverse logistics waste. Frame it as part of your brand’s commitment to reduce waste and lower carbon emissions.
What If the Item Was Defective?
This is where your customer service team can shine. When a product arrives cracked, melted, or contaminated, make it easy to report:
Include photo evidence and order number
Offer a quick resolution: refund, replacement, or credit
Let the customer skip the return process (save shipping, reduce packaging, build loyalty)
Thrive Market, for example, often lets customers keep or donate defective items instead of sending them back. It’s a smart move, cuts shipping costs, boosts brand goodwill, and lowers their carbon footprint.
Making returns easy for defective items not only improves customer satisfaction but also supports a positive, sustainable lifestyle, helping customers enjoy a happier, more carefree life.
How to Handle Subscription Returns
Many natural product companies operate on a subscription model (think vitamins, probiotics, or skincare). Make sure your cancellation policy is:
Easy to find
Clear about billing cycles
Explains whether shipped products are non-refundable
If you ship monthly and a customer cancels after the box goes out, they’ll expect a refund unless your return policy says otherwise.
Tip: Offer a one-time pause or product swap to reduce churn and avoid unnecessary returns. Many brands have developed these flexible options to support sustainability and better meet customer needs.
Common Non-Returnable Items
Here’s where you need to be blunt. Some items simply can’t be returned, even if they’re still sitting on a customer’s counter. Your list might include:
Opened supplements or food
Custom formulas or made-to-order items
Items past their warranty period
Products with visible use or damage
Items made from certain materials, such as recycled, biodegradable, or other eco-friendly materials, cannot be accepted as returns due to sustainability concerns
Be sure to state this upfront and repeat it during checkout. Customers will respect your honesty, especially when you explain the sustainability behind the policy.
Returns as a Brand Differentiator
Eco-focused customers don’t just care about the product; they care about the process, values, and impact. Use your returns policy to showcase that:
Highlight how you’re reducing greenhouse gases by limiting unnecessary returns
Offer eco-friendly incentives (e.g., return for credit, not cash)
Compared to other industries, eco-friendly brands often set themselves apart by prioritizing sustainability in their return policies, demonstrating a stronger commitment to environmental responsibility.
If you’re part of a circular economy or a plastic-free brand, make sure your returns process matches. That’s what builds loyalty.
Brand Examples
Grove Collaborative lets customers return unopened items within 30 days but requires them to cover return shipping unless it’s defective. They reinforce their values by minimizing waste during returns and often issue credits over refunds. Grove Collaborative also donates a portion of sales from returned items to support environmental initiatives.
Thrive Market prioritizes credits and skip-return resolutions to reduce their environmental impact and shipping costs. Similarly, a portion of sales from certain return processes may be directed toward sustainability efforts.
Wild (the UK-based natural deodorant brand) encourages buyers to gift unwanted refills to friends instead of returning them. They also highlight how avoiding returns reduces carbon dioxide emissions in shipping.
Final Takeaway
If you sell natural products, your return policy shouldn’t be an afterthought. It’s a core part of your sustainability strategy. Every clause, every instruction, every line about return shipping is a reflection of your brand’s commitment to the planet.
So be firm. Be clear. Be values-first. A smart, eco-friendly return policy doesn’t just reduce headaches, it builds trust and protects your purpose. By prioritizing eco-friendly returns, your business helps create a better world for everyone.
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Frequently Asked Questions
Can opened natural products be returned?
No, opened items like supplements or skincare are typically non-returnable due to hygiene and safety.
Do eco-friendly brands cover return shipping?
Only if the product is defective. Otherwise, customers usually pay to avoid unnecessary emissions.
How are refunds processed for sustainable products?
Most refunds are issued after inspection and may take 5 – 7 business days to post.
Can subscriptions be refunded after shipping?
Usually not. Many brands offer credit or allow one-time skips instead of returns.
What’s the policy for damaged eco products on delivery?
Brands often refund or replace damaged items without requiring a return, especially to avoid extra packaging waste.